This documentation supports the 9.1 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Making products available for ordering

With the Product Ordering feature, you can offer select hardware and software items from the BMC Atrium Product Catalog through the Request Entry console. Users can then use this feature to order multiple products in a single request.

BMC Service Request Management ships with a Product Ordering process definition template (PDT), preconfigured application object templates (AOTs), and a Product Ordering advanced interface form (AIF). You use these to create the service request definition (SRD) that is required for Product Ordering. The PDT contains all the necessary mappings, and the AOTs integrate Product Ordering with BMC Asset Management and BMC Change Management. This integration enables Product Ordering to create change requests and perform asset-related tasks, such as reserving and releasing items that are in inventory.

How Product Ordering works

Product Ordering supports orders for multiple hardware and software items, and automatically generates a purchase requisition (PR) for products that are not in inventory. After all of the products in inventory are reserved (and after all of the products in the PR are received), Product Ordering automatically generates a change request.

If a PR is generated, users will not see any update to the service request status until after the PR reaches a final status, whether Received or Canceled.

Note

Product Ordering does not support partial fulfillments. If a PR is required, and if the PR (or any line item in the PR) is canceled or not approved, then the user receives none of the products in the order, even if some of the products are in inventory. In this situation, the service request shows a status of Completed With Issues.

Likewise, if the change request is canceled or not approved, the user receives none of the products in the order, and the service request shows a status of Completed With Issues. In this situation, CIs must be manually returned to inventory, as explained in Placing non-bulk CIs in inventory .

The following sequences show how orders for individual hardware and software products are fulfilled in BMC Service Request Management. 

Hardware products process

Product Ordering determines whether a hardware product is in inventory.

  • For a hardware product that is in inventory:
    1. Product Ordering reserves the hardware CI and updates the status to Reserved.
    2. Product Ordering generates a change request. The regular change process continues, as described in Change request lifecycle . The Change Manager must deploy the CI.
    3. After the change request is completed, Product Ordering releases the CI. The user is notified that the request has been fulfilled. 

      Note

      If the change request is cancelled, the CI is not automatically put back into inventory. You must manually place the CI back into inventory as explained in  Placing non-bulk CIs in inventory .

  • For a hardware product that is not in inventory:
    1. Product Ordering generates a PR. The regular purchasing process continues, as described in Requisition management . If the purchase needs to be approved, the approval process is initiated.
    2. After the CI is received, Product Ordering generates a change request. The regular change process continues, as described in Change request lifecycle . The Change Manager must deploy the CI.
    3. After the change request is completed, the user is notified that the request has been fulfilled.

Software products process

Product Ordering determines whether a license is required and if a license is available.

  • For a software product that requires a license, and for which a license is available:
    1. Product Ordering reserves the license and changes the status to Reserved.
    2. Product Ordering generates a change request. The regular change process continues, as described in Change request lifecycle .
    3. After the change request is completed, Product Ordering releases the license. The user is notified that the request has been fulfilled.
    4. The License Engine changes the status to Deployed. The license certificate is updated with the number of deployed licenses. For more information, see  License Engine .
  • For a software product that requires a license, and for which a license is not available:
    1. Product Ordering generates a PR. The regular purchasing process continues, as described in Overview of the purchasing process . If the purchase needs to be approved, the approval process is initiated.
    2. When the PR line items are received, a license certificate is generated with the requested licenses.
    3. Product Ordering generates a change request. The regular change process continues, as described in Change request lifecycle .
    4. After the change request is completed, Product Ordering releases the license. The user is notified that the request has been fulfilled.
    5. The License Engine changes the status to Deployed. The license certificate is updated with the number of deployed licenses. For more information, see  License Engine .

Details of the Product Ordering Process PDT

The following figure shows the process view of the Product Ordering Process PDT and the included AOTs that are part of the Product Ordering feature. The Product Ordering Process PDT is used in creating the Product Ordering service request definition (SRD), as explained in Setting up Product Ordering.

Product Ordering Process PDT


To view the Product Ordering Process PDT

Open the Product Ordering Process PDT in the Visual Process Editor and click each condition and AOT. For more information, see Searching for and viewing PDTs.

Recommendation

Do not change or customize the Product Ordering Process PDT.

Setting up Product Ordering

Configure products that you want to offer for Product Ordering in the BMC Atrium Product Catalog. Next, use the Product Ordering Administration Console to add these products to Product Ordering. Also use this console to view and edit product information, and to manage product images. To use images with Product Ordering, first you must add images to Product Ordering, and then you select an image for a particular product.

Lastly, create a service request definition (SRD) to provide Product Ordering as a service to your end users by using the out-of-the-box Product Ordering advanced interface form (AIF) and process definition template (PDT).

After you finish setting up Product Ordering, users can access the Product Ordering service request definition (SRD) from the Request Entry Console. For more information, see Ordering products in a request.

Before you begin

  • Ensure that BMC Asset Management is installed and configured. For more information, see Installing
  • Ensure that BMC Change Management is installed and configured (including auto-assignment rules). For more information, see Configuring BMC Change Management .
  • Ensure that Requisition Management is configured (including auto-assignment rules) and purchase orders are actively managed. For more information, see  Working with purchase orders .
  • Ensure that the License Engine is running. For more information, see Configuring the license engine to run .

To configure a product in the Product Catalog

Note

Ensure that inventory information for the BMC Atrium Product Catalog is actively maintained. For more information, see Managing inventory .

  1. In the Product Catalog, select the product; if the product does not already exist, create it.
    For more information, see Viewing and searching for product entries in the Product Catalog and Populating the Product Catalog.
  2. Verify the following settings:

To add a product to Product Ordering

  1. From the BMC IT Service Management Home page, choose Applications > Administrator Console > Application Administration Console.
  2. Click the Custom Configuration tab.
  3. Choose Service Request Management > Advanced > Product Ordering Admin Console.
  4. Click Open.
  5. Click the Add icon.
  6. In the Add Product dialog box, select the product from the search results.
    The search results show products that have not been added to Product Ordering, and that have been configured in the BMC Atrium Product Catalog, as explained in this topic. 
  7. In the Product Ordering Details section, add a description and price.
  8. Add an image to use with the product, as explained in the procedure below.
  9. Select an image for the product, as explained in the procedure below.
  10. To make the product available to users, change its status to Online.
  11. Click Apply.

To add a product image to Product Ordering

You can add images to Product Ordering from your local computer.

Note

The maximum image size is 260 by 170 pixels.

  1. In the Add Product dialog box, below the Image field, click Add.
  2. In the Product Image dialog box, click Add.
  3. In the Add Attachment dialog box, click Browse to navigate to the location of the image file on your local computer.
  4. Select the image file, click OK, and then click Save.
  5. In the Product Image dialog box, specify the company, the image name, and image file name.
  6. Click Save.
  7. Close the dialog box.

To select an image for a product

  1. In the Add Product dialog box, select a product to view its details.
  2. Below the Image field, click Select.
  3. Choose an image from the list of available images and click Select.
    The image appears in the Image field.

To create a Product Ordering SRD

  1. Log on to BMC Remedy ITSM as a Request Catalog Manager.
  2. Create a standard SRD in the Service Catalog Manager Console, as explained in Creating a standard SRD.
  3. In the Advanced Interface Form list, select Product Ordering AIF.
  4. In the Process Template field, select Product Ordering Process from the list of available processes.
  5. Deploy the SRD, as explained in Deploying SRDs.
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